Prabin Saha

• Managed a project for over 120 full-time equivalents (FTEs).
• Maintain constant communication with managers, staff, and vendors to ensure the proper operations of the company.
• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports, and problem resolution.
• Good ability to delegate responsibilities while maintaining organizational control of branch operations and customer service.
• Proficiency in conflict management and business negotiation processes.
• Analyze staffing plans, and ensure that the delivery locations are appropriately staffed based on client requirements and internal capacity plan numbers.
• Develop, implement, and review processes and procedures.
• Identify quality control issues and offer ways to improve.
• Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures.
• Developing and updating knowledge bases with solutions to common issues, ensuring they are easily accessible to service desk staff and users.
• Promoting a culture of knowledge sharing within the team and across the organization.
• Continuously evaluating and improving knowledge management processes to enhance efficiency and effectiveness.

Technical Team Lead - Dec'2021 till Dec'2024

Infosys BPM, Bangalore, India.

• Identifying project requirements and creating work schedules for the team.
• Liaising with team members, management, and clients to ensure projects are completed to standard.
• Prepared and submitted written reports and documentation to management.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Evaluating current operations, and organizing training sessions and meetings to discuss enhancements.
• Recognizing risks and developing contingency plans promptly.
• Writing progress reports and delivering presentations to the relevant stakeholders.
• Analyze the impact of volume, AHT, and shrinkage on staffing requirements.
• Evaluated team members' technical skills and provided correction plans as needed.
• Performed quality evaluations of Help Desk services, and designed programs for continuous service improvement.
• Working on critical incidents and preparing and maintaining technical solution documents, like RCA.
• Provided regular training opportunities to keep Help Desk staff technologically up to date.

• Provided high-quality customer support through various channels, such as phone and email. And handled complex customer issues that regular customer service staff cannot resolve.
• Coordinating with other departments (network department, or security department) to ensure consistency and synergy across processes.
• Monitoring and tracking process performance, providing regular reports, and updates to management.
• Training and supporting team members in the execution of processes, and ensuring they adhere to company standards.
• Ensuring that customers leave satisfied by addressing their needs, and resolving their issues professionally and politely.